KUESIONER PENELITIAN
Sehubungan dengan penelitian saya tentang “IDENTIFIKASI
LAYANAN TOKO SERBA SARI MENURUT PELANGGAN”, saya
memohon kesediaan Anda sekalian untuk mengisi kuesioner di bawah ini. Terima kasih atas perhatiannya.
IDENTITAS RESPONDEN
Screening Quest:
Sudah berapa kali Anda membeli di toko ini? ...kali
I. Identitas Responden:
1. Nama :
2. Alamat :
3. Pekerjaan :
a. Swasta (Karyawan) b. Wiraswasta
c. PNS
d. Ibu rumah tangga
e. Lainnya, sebutkan ...
4. Umur :
c. > 40 tahun 5. Pembelian :
a. Dipakai sendiri
b. Titipan (keluarga/boss/orang lain)
II. Demografi Responden:
1. Penghasilan / bulan : a. < Rp 1.500.000
b. Rp 1.500.000 – Rp 3.000.000 c. >Rp 3.000.000 – Rp 4.500.000 d. > 4.500.000 – Rp 6.000.000 e. > 6.000.000
2. Rata-rata pengeluaran / bulan : Rp ... a. Rp 500.000 – Rp 1.500.000
b. >Rp 1.500.000 – Rp 3.000.000 c. >Rp 3.000.000 – Rp 4.500.000 d. >Rp 4.500.000 – Rp 6.000.000 d. > Rp 6.000.000
3. Produk yang biasa dibeli oleh konsumen: a. Tepung terigu
c. Tepung tapioka d. Tepung maizena e. Soda kue
f. Mentega g. Butter h. Gula i. Meses
j. Coklat batang k. Pewarna makanan l. Essen
m. Baking pwder n. Almond o. Keju
p. Lain-lain (sebutkan) ...
III. Identifikasi layanan Toko Serba Sari menurut Pelanggan
No. Pertanyaan Jawaban
SS Produk:
1. Toko bahan roti Serba Sari memiliki varian produk
Alasan:
... 2. Toko bahan roti Serba Sari memiliki
banyak merek dari satu produk Alasan:
... 3. Toko bahan roti Serba Sari memberikan
garansi berupa retur Alasan:
... 4. Toko bahan roti Serba Sari merupakan
toko bahan roti yang lengkap Alasan:
... 5. Kualitas bahan roti toko bahan roti Serba
Sari terjamin Alasan:
... Harga:
6. Toko bahan roti Serba Sari memiliki daftar harga yang bisa dilihat di setiap rak
... 7. Toko bahan roti Serba Sari memberikan
diskon Alasan:
... 8. Toko bahan roti Serba Sari memberikan
jangka waktu pembayaran yang cukup Alasan:
... 9. Toko bahan roti Serba Sari memberikan
persyaratan kredit yang mudah Alasan:
... 10. Uang yang keluar sepadan dengan barang
yang didapatkan Alasan:
... 11. Harga yang ditawarkan toko bahan roti
Serba Sari lebih murah dibandingkan dengan toko lain
Alasan:
... Lokasi:
12. Lokasi Toko Serba Sari mudah ditemukan
Alasan:
... 13. Toko Serba Sari memberikan delivery
order untuk pembeli
... Keramahan karyawan:
14. Karyawan Toko Serba Sari murah senyum
Alasan:
... 15. Gestur tubuh karyawan Toko Serba Sari
menunjukkan etiket baik terhadap pelanggan
Alasan:
... 16. Proses pemesanan cepat ditanggapi
Alasan:
... 17. Proses pengiriman barang tepat waktu
Alasan:
... 18. Sistem pembayaran melalui 2 kasir cepat
Alasan:
... 19. Penampilan karyawan merupakan
identitas dari toko Serba Sari Alasan:
... 20. Respon karyawan tanggap dalam
melayani konsumen Alasan:
... 21. Karyawan toko Serba Sari komunikatif
... 22. Karyawan toko Serba Sari tangkas dalam
melayani konsumen Alasan:
... 23. Karyawan toko Serba Sari bisa dipercaya
oleh konsumen Alasan:
... Citra Toko:
24. Keadaan toko Serba Sari bersih Alasan:
... 25. Penataan display toko Serba Sari rapi
Alasan:
...
LAMPIRAN SPSS:
Reliability: Produk
Case Processing Summary
30 100,0
0 ,0
30 100,0 Valid
Excludeda
Total Cases
N %
Listwise deletion based on all v ariables in the procedure. a.
Reliabi lity Statisti cs
,757 5
Cronbach's
Alpha N of Items
Item Statistics
4,1667 ,59209 30
4,3667 ,55605 30
4,2667 ,69149 30
4,3000 ,46609 30
4,1000 ,60743 30
VAR00001
Dev iation N
Item-Total Statisti cs
17,0333 2,930 ,539 ,708
16,8333 3,178 ,446 ,740
16,9333 2,478 ,650 ,663
16,9000 3,334 ,482 ,731
17,1000 2,921 ,522 ,715
VAR00001 VAR00002 VAR00003 VAR00004 VAR00005
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Reliability: Harga
Scale Statistics
21,2000 4,372 2,09103 5
Mean Variance
St d.
Dev iation N of Items
Case Processing Summary
30 100,0
0 ,0
30 100,0 Valid
Excludeda
Total Cases
N %
Listwise deletion based on all v ariables in the procedure. a.
Reliabi lity Statisti cs
,758 6
Cronbach's
Alpha N of Items
Item Statistics
3,4333 ,97143 30
3,7333 ,86834 30
4,2000 ,55086 30
3,9333 ,86834 30
4,1667 ,74664 30
4,0000 ,78784 30
VAR00001
Reliability: Lokasi
Item-Total Statisti cs
20,0333 7,413 ,438 ,746
19,7333 7,789 ,439 ,740
19,2667 9,237 ,338 ,759
19,5333 7,154 ,595 ,694
19,3000 7,872 ,535 ,714
19,4667 7,154 ,687 ,671
VAR00001
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Delet ed
Scale Statistics
23,4667 10,671 3,26669 6
Mean Variance
St d.
Dev iation N of Items
Case Processing Summary
30 100,0
0 ,0
30 100,0 Valid
Excludeda
Total Cases
N %
Listwise deletion based on all v ariables in the procedure. a.
Reliabi lity Statisti cs
,631 2
Cronbach's
Alpha N of Items
Item Statistics
3,6333 1,03335 30
3,6333 ,85029 30
VAR00001 VAR00002
Mean
St d.
Reliability: Keramahan karyawan
Item-Total Statisti cs
3,6333 ,723 ,470 .a
3,6333 1,068 ,470 .a
VAR00001 VAR00002
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Delet ed
The v alue is negativ e due to a negativ e av erage cov ariance among items. This v iolates reliabilit y model assumptions. Y ou may want t o check item codings.
a.
Scale Statistics
7,2667 2,616 1,61743 2
Mean Variance
St d.
Dev iation N of Items
Case Processing Summary
30 100,0
0 ,0
30 100,0 Valid
Excludeda
Total Cases
N %
Listwise deletion based on all v ariables in the procedure. a.
Reliabi lity Statisti cs
,921 10
Cronbach's
Item Statistics
4,2333 ,67891 30
3,8333 ,74664 30
3,9667 ,71840 30
4,0000 ,87099 30
3,8333 ,87428 30
4,0000 ,78784 30
4,0333 ,85029 30
4,0333 ,88992 30
3,9667 ,85029 30
3,7333 ,82768 30
VAR00001
Dev iation N
Item-Total Statisti cs
35,4000 32,869 ,684 ,915
35,8000 32,372 ,674 ,915
35,6667 33,333 ,579 ,920
35,6333 30,240 ,799 ,908
35,8000 31,131 ,693 ,914
35,6333 33,137 ,540 ,922
35,6000 30,179 ,830 ,906
35,6000 30,593 ,738 ,911
35,6667 30,023 ,849 ,905
35,9000 31,955 ,643 ,917
VAR00001
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Delet ed
Scale Statistics
39,6333 38,654 6,21724 10 Mean Variance
St d.
Reliability: Citra toko
Case Processing Summary
30 100,0
0 ,0
30 100,0 Valid
Excludeda
Total Cases
N %
Listwise deletion based on all v ariables in the procedure. a.
Reliabi lity Statisti cs
,838 2
Cronbach's
Alpha N of Items
Item Statistics
3,7667 ,85836 30
3,7000 ,98786 30
VAR00001 VAR00002
Mean
St d.
Dev iation N
Item-Total Statisti cs
3,7000 ,976 ,728 .a
3,7667 ,737 ,728 .a
VAR00001 VAR00002
Scale Mean if Item Deleted
Scale Variance if Item Deleted
Corrected Item-Total Correlation
Cronbach's Alpha if Item
Delet ed
The v alue is negativ e due to a negativ e av erage cov ariance among items. This v iolates reliabilit y model assumptions. Y ou may want t o check item codings.
a.
Scale Statistics
7,4667 2,947 1,71672 2
Mean Variance
St d.
Frequencies
Frequency Table
VAR00001
5 16,7 16,7 16,7
25 83,3 83,3 100,0
30 100,0 100,0
3,00 4,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00002
1 3,3 3,3 3,3
20 66,7 66,7 70,0
9 30,0 30,0 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00003
1 3,3 3,3 3,3
1 3,3 3,3 6,7
16 53,3 53,3 60,0
12 40,0 40,0 100,0
30 100,0 100,0
1,00
Frequency Percent Valid Percent
VAR00004
1 3,3 3,3 3,3
9 30,0 30,0 33,3
20 66,7 66,7 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00005
26 86,7 86,7 86,7
4 13,3 13,3 100,0
30 100,0 100,0
4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00006
9 30,0 30,0 30,0
13 43,3 43,3 73,3
8 26,7 26,7 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00007
11 36,7 36,7 36,7
11 36,7 36,7 73,3
8 26,7 26,7 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00008
9 30,0 30,0 30,0
18 60,0 60,0 90,0
3 10,0 10,0 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
VAR00009
10 33,3 33,3 33,3
7 23,3 23,3 56,7
13 43,3 43,3 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00010
1 3,3 3,3 3,3
15 50,0 50,0 53,3
14 46,7 46,7 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00011
1 3,3 3,3 3,3
19 63,3 63,3 66,7
10 33,3 33,3 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00012
1 3,3 3,3 3,3
6 20,0 20,0 23,3
23 76,7 76,7 100,0
30 100,0 100,0
2,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00013
3 10,0 10,0 10,0
25 83,3 83,3 93,3
2 6,7 6,7 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
VAR00014
2 6,7 6,7 6,7
10 33,3 33,3 40,0
18 60,0 60,0 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
30 100,0 100,0
2,00
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00016
3 10,0 10,0 10,0
19 63,3 63,3 73,3
8 26,7 26,7 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00017
8 26,7 26,7 26,7
15 50,0 50,0 76,7
7 23,3 23,3 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00018
11 36,7 36,7 36,7
16 53,3 53,3 90,0
3 10,0 10,0 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
VAR00019
5 16,7 16,7 16,7
14 46,7 46,7 63,3
11 36,7 36,7 100,0
30 100,0 100,0
2,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00020
4 13,3 13,3 13,3
20 66,7 66,7 80,0
6 20,0 20,0 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00021
20 66,7 66,7 66,7
10 33,3 33,3 100,0
30 100,0 100,0
4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
30 100,0 100,0
2,00
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00023
5 16,7 16,7 16,7
22 73,3 73,3 90,0
3 10,0 10,0 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
VAR00024
3 10,0 10,0 10,0
23 76,7 76,7 86,7
4 13,3 13,3 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
Cumulativ e Percent
VAR00025
1 3,3 3,3 3,3
17 56,7 56,7 60,0
12 40,0 40,0 100,0
30 100,0 100,0
3,00 4,00 5,00 Total Valid
Frequency Percent Valid Percent
